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Data Conversion CoordinatorMindBody Software

THIS JOB HAS EXPIRED

Summary:
The Data Conversion Coordinator position provides customer service support to Data Conversion Specialists and acts as a gatekeeper to the Conversions team. This position is the ?face? of the Conversion department for the client during the pre-conversion process. This involves managing client conversion inquiries from the website and other departments, being the first point of contact for clients interested in doing a conversion, identifying a conversion?s scope, setting expectations with the client on what the conversion process involves, scheduling conversions, and managing the Conversions inbox.

This position reports to: Data Conversions Manager

Works closely with:
Conversion team
Welcome team
Sales team
Admin team
Premium Services
Essential Duties and Responsibilities:
Other duties may be assigned as required.
Consult with each client requesting a data conversion (from a competitor, custom software or database). In these consultations, the Data Conversion Coordinator will:
Determine whether or not a conversion is the right choice for the client.
Advise on best business practices for the type of data that should be brought over or left out in the conversion process.
Identify what information the client would like converted, and clarify what we are able to convert (and how it will look/function in their MINDBODY software).
Identify the scope of the conversion and confirm with the client.
Determine a realistic conversion timeline and communicate this with the client.
Schedule the conversion with a Data Conversion Specialist.
Manage the conversions inbox and maintain a 1 business day response time.
Follow up with client requests for a consultation resulting from conversion interest forms submitted online by the client or their Sales Rep.
Stay abreast of the conversion process and be able to accurately describe it to clients.
Provide client support and conversion issue resolution via phone calls and email.
Provide internal (to other client-facing departments) support and assistance with conversion issues via phone, spark, email, and in person.
Assist with escalated conversion issues.
Act as a gatekeeper for the conversions team by correctly and appropriately routing incoming conversion-related requests.
Assist in training other staff on the conversion process and assist in developing conversion tools.
Create detailed contact logs under the client profile after each point of contact with the client and about the client.
Continue training with the MINDBODY Staff Trainer and Welcome Team to increase training skill and technical knowledge of the MINDBODY software frontend.
Attend weekly Welcome Team meetings and Sales team meetings to inform on current backlog and answer questions.
Record relevant information in order to track conversion backlog.
Document policy and procedures (new and updated) in MINDBODY Wiki.
Ensure Conversions resources (sales sheets, departmental guides, canned responses, intake form, etc.) stay up-to-date.
The ideal candidate will also possess the following skills:
Create win-win situations ?is able to frame limitations on a conversion?s scope in terms of acting in the client?s best interest; has the ability to say ?no? in a positive way; maintains a consistent presence for other client-facing departments in order to help portray conversions in the best way throughout the entire client experience.
Customer Focus ? Is able to communicate to clients in such a way that the client feels that the Data Conversion Coordinator is a valuable expert on their own team; is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; establishes effective relationships with customers and gains their trust and respect.
Functional/technical skills ? Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Informing ? Provides the information internal and external customers need to know; provides individuals information so that they can make accurate decisions; is timely with information.
Learning on the fly ? Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Organizing ? Can orchestrate multiple activities at once to accomplish a goal, uses resources effectively and efficiently; arranges information in a useful manner.
Time management ? uses time effectively and efficiently; spends time and the time of others on what?s important; gets more done in less time than others; can attend to a broader range of activities; can quickly sense what will help or hinder accomplishing a goal.
Written communications ? Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
Keeps confidences and avoids gossip; admits mistakes; does not misrepresent themselves for personal gain; is personally committed to and actively works to improve self.
Remains calm on escalated instances; is not defensive or irritated in stressful situations.
Uses appropriate resources to find solutions; does not guess on answers to problems; can see potential problems before they occur.
Qualifications, Education, and Experience:
Bachelors Degree or technical certificate related to business, communications, database management or information technology/systems management, or four years of equivalent work related experience.
One year of customer service experience.
Demonstration of MINDBODY company knowledge, and alignment with culture and core values.
Language Skills
Ability to read, and analyze customer questions.
Ability to clearly write procedures in response to customer questions.
Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings.
Computer Skills
Well trained with using MINDBODY software in various industries.
Skilled in Excel: Data analysis and formulas, and charting.
Knowledge of database and internet based software.
Familiar with SQL and Microsoft Access preferred.
Familiar with internet browser and settings.
Familiar and skilled with online chat tools, and email.
Typing: 40-60 WPM.

Physical Demands
The physical demands are representative of an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit at a desk, use hands and fingers, and talk and hear.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually minimal.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Location:

4251 South Higuera Street
Building 500
San Luis Obispo, CA 93401
United States